I'm giving Spectrum three stars because of the EXCELLENT customer service we had from Jacob, the…read moretechnician who came out today and got us back on the Interet and also got our Spectrum app working again.
***Thank you, Jacob!***
However, I'm not going for any more stars because we weren't able to book Jacob until we went to the Spectrum store 1-2-3 times. That is, of course, time that we'll never get back.
The first two times, we got the same counter guy who seemed like he knew what he was doing... but didn't. I won't give this person's name out because I don't want him to lose his job.
But if I ever go back and he comes up as my counter guy (assuming he's still there), nope, I'll pass and wait.
This guy initally gave us a new router to install, but as soon as Jacob looked at it (two days later), he could see it was a lemon, which is why we couldn't get it to work. We then went back and got a new modem and a new router from the same guy. At this second visit, this guy did a few other things on his phone which he said he was doing especially for us, that he really shouldn't be doing it, but that whatever he was doing would supposedly connect us remotely.
That didn't work, either.
But we couldn't find that out until we went back home to check.
The third time was the charm when we got a different counter guy, who gave us a $10 credit w/out asking (the first guy told us he wasn't allowed to do so, saying that store security would be compromised. Huh?) and seeing how upset we were, booked us Jacob. This was late Friday afternoon, and Jacob made it here on Sunday afternoon.
So, we were unconnected for two days, which cut into my work and wasn't fun at all.
Next time, we won't try to fix anything ourselves, despite being told how bing-bang-boom, easy-peasy it would be.
We've now learned our lesson: if we ever have **any** sort of equipment issue again, we'll immediately make a service appointment.
However, it seems to be company policy that the counter folks don't WANT you to make a service appointment unless you insist.
So, fair warning: stand your ground and persist and insist on an appointment.
If the equipment is faulty, there shouldn't be any charge for the service call.
At least, Jacob didn't charge us. Thank you again, Jacob! :)